Disparate contact center technologies and the absence of integrated productivity tools resulted in inconsistent performance metrics and limited scalability. During peak periods, the inability to flexibly scale the number of agents hindered operational efficiency, and the lack of real-time data visibility made it challenging to monitor service levels across multiple locations.
Eclatprime enhanced the existing e-commerce solution by integrating a cloud-based Virtual Contact Center. This new system consolidated various functions such as queuing, routing, and CTI, and it connected in real time with CRM systems, inventory management, and payment gateways. The solution provided detailed analytics through integrated tools to track user behavior, app performance, and conversion rates, ensuring that the system could scale dynamically to meet demand.
